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NeonNow is a contact-centre orchestration platform built on top of Amazon Connect. It manages telephony, workflow automation, AI agents, customer journeys and reporting.
Owned and paid for by CDM today. Remains in place for Phase 1.
365 will own and operate NeonNow and the underlying Amazon Connect platform.
The immediate change is focused on lapsed-job follow-up and CSAT automation.
Customers receive an SMS when a job appears overdue. If the job isn't complete, an AI agent follows up with the provider.
Providers start receiving AI-led outbound calls asking for ETA, completion or cancellation information.
If provider information is captured, the job is updated and the customer notified. If not resolved, the job escalates.
CSAT is offered automatically by 365. CDM no longer needs to manually action or report on this process.
Delayed clarity on overdue jobs creates unnecessary follow-up effort and impacts the customer experience.
Agents spend time on routine provider chasing instead of higher-value customer and exception work.
Customers get faster, more consistent updates when a job is overdue.
CDM capacity is recovered from repetitive outbound activity.
365 can reduce cost pressure and scale into new opportunities without scaling manual work at the same rate.
The important point for agents: Phase 1 refines the agent's work pattern.
"NeonNow automates manual processes that take agents away from value-adding tasks."
Provider readiness matters because provider reaction and response quality can affect escalation volume into CDM.
Providers receive AI-led calls asking for ETA, completion or cancellation information.
Network will notify providers, trial selected providers before go-live, collect feedback and iterate where needed.
The impact is operational first: work type, training, escalation management and workforce-planning discipline.
Less routine outbound provider chasing; more focus on exceptions and unresolved jobs.
Managers and Team Leaders need clear, consistent messaging for agents.
Remote / batch training required with minimal SLA disruption.
How we use agents will change during Phase 1 — managed through evidence-led planning. We expect a ~12% reduction in outbound calls.
The goal is to manage genuine people risk without over-explaining uncertain future impacts.
Align Kris, CDM leadership and 365 on the Phase 1 narrative before agent communications.
Equip TLs with the "what is changing / what is not changing" script and FAQs.
Remote / batch training focused on escalation handling and the provider-feedback process.
Create a simple channel for agent questions, provider frustration and process issues.
Jointly monitor call reduction, escalations, provider feedback and training gaps.
These responses should be aligned between 365, CDM managers and Team Leaders.
"Are you replacing me with AI?"
A big part of my job is going away; I don't feel secure.
NeonNow automates manual processes that take agents away from value-adding work.
"What if we reduce more calls than expected?"
365 will move quickly and jobs will be cut.
365 and CDM will monitor the change carefully. If reduction is significant, we'll be open and upfront.
"What do providers hear?"
Providers may dislike AI and call agents angrily.
Network will notify providers, trial selected providers before go-live and gather feedback. CDM will have a process to escalate provider issues back to 365.
Today's focus is Phase 1. Phase 2 is not fully defined and should not drive immediate workforce decisions.
NeonNow will replace Zoom as the primary telephony platform. AI agents are expected to reduce human-handled calls.
The full impact, detailed operating model, workforce implications and implementation detail are still being worked through.
Current expectation is October / November, with more detail to come over the coming months.
The next step isn't more theory — it's alignment, training readiness and feedback loops.
Kris and Michael align on the Phase 1 message, 12% target and joint review trigger.
CDM managers and Team Leaders briefed with consistent wording before agent messaging.
Agree remote / batch training approach and timing with minimal SLA disruption.
Network notifies providers, trials selected providers and shares the feedback process with CDM.
Set up a simple way for CDM to send agent / provider issues back to 365 during go-live.
Monitor outbound reduction, escalations, provider feedback and agent questions after launch.
Support the Phase 1 narrative and partner with 365 through training, feedback and review.